Experienced Fiber Customer Support Analyst – Delivering Exceptional Technical Support and Customer Service

Are you passionate about providing top-notch technical support and customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark's dynamic team of Fiber Customer Support Analysts. As a key member of our V Team, you will play a vital role in empowering our customers to connect to the digital world and enjoy the best network and entertainment experiences.

About blithequark

At blithequark, we power and empower how people live, work, and play by connecting them to what brings them joy. We're a community of innovators, creatives, and problem-solvers who believe that listening is where learning begins. Our V Team is built on the principles of anticipation, leadership, and collaboration, and we're committed to lifting our communities and building trust in how we show up, everywhere and always. If you're looking for a place to share your ideas freely, learn, grow, and thrive, then blithequark is the perfect fit for you.

Your Role

As a Fiber Customer Support Analyst, you will be the first point of contact for our Fios customers with questions or issues related to their voice, data, and video services. You will join a tech support team in a call center, where you will troubleshoot issues in hardware, software, applications, networks, or devices and answer customer technical questions. Your responsibilities will include:

• Answering incoming calls from customers with order inquiries and/or trouble reports
• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network
• Performing analysis and isolation of trouble conditions and creating and sorting trouble reports
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment
• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience
• Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business

What We're Looking For

We're seeking a dedicated and customer-focused individual with a passion for delivering exceptional technical support and customer service. You will have:

• A dedication to customer service excellence with amazing communication skills and a positive, professional attitude
• A strong understanding of communication and networking components, including hardware, software, applications, networks, and devices
• Experience in a fast-paced call center environment, preferably in a technical support role
• A related Associate Degree or 2+ years' relevant experience
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and management

Preferred Qualifications

While not required, we welcome candidates with one or more of the following:

• A related Bachelor's Degree or higher
• Technical support call center experience
• Certification in a related field, such as CompTIA A+ or Cisco CCNA

What We Offer

As a Fiber Customer Support Analyst at blithequark, you will enjoy a range of benefits, including:

• A competitive salary, with the potential to earn more based on your location and confirmed job-related skills and experience
• A comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance
• Opportunities for career growth and development, with training and support to help you reach your full potential
• A dynamic and inclusive work environment, with a focus on collaboration, innovation, and creativity
• Flexible scheduling, with the option to work from home and occasional in-person trainings and meetings

Equal Employment Opportunity

We're proud to be an equal opportunity employer, celebrating our employees' differences and committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

How to Apply

If you're passionate about delivering exceptional technical support and customer service, and you're looking for a dynamic and inclusive work environment, then we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Note:

This is a remote role, and you must live within 75 miles of the current reporting location for the life of the contract. We reserve the right to request your attendance at the office location for team huddles, meetings, etc. Apply for this job